Customer Service Representative

ZOOK Enterprises, LLC; Kentucky; On-site; USD 40,000 - 55,000; Full time

Job summary

ZOOK Enterprises, LLC is seeking a Customer Service Representative in the Sales department. This role reports to the Inside Sales Manager-Americas and is based on site in Chagrin Falls, OH.

You will be a liaison between the ZOOK Sales team and customers, developing quotations and processing sales orders to meet customer needs. The position requires 3–5 years in customer service or inside sales, strong ERP and MS Office skills, and excellent problem-solving and time management.

Qualifications

• 3–5 years of customer service and/or inside sales experience.
• Proficiency in Microsoft Office and ERP systems.
• High School Diploma or GED; Bachelor's preferred.
• Strong problem-solving and time-management skills.
• Industrial or instrumentation background a plus.

Responsibilities

• Process new sales orders to deliver customer requirements.
• Prepare quotes with price and delivery.
• Open and maintain customer accounts.
• Recommend products or services to meet customer needs.
• Support the sales team with quotes, pricing, lead times, and order processing.
• Coordinate expedite requests with Operations and keeps customers and Sales informed of order status.
• Collaborates with other departments as needed to meet special requirements.
• Handle customer calls and electronic inquiries for assigned products.
• Maintain records of customer requests and interactions.
• Respond to product or service problems by understanding customer concerns, investigating causes, recommending solutions, and following up to ensure effective resolution.
• Performs other duties as assigned.

Skills

Customer service

Inside sales

ERP systems

MS Office

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

ERP systems

Microsoft Office

Job description

Position Title: Customer Service Representative

Department: Sales

Reports To: Inside Sales Manager-Americas

Location: Chagrin Falls, OH

FLSA Status: Non-Exempt

SUMMARY

A high-energy, results-oriented sales professional providing timely support to customers, distributors, and Regional Sales Managers. Develops quotations and processes sales orders to meet customer needs. Acts as a liaison between the ZOOK Sales team and customers by providing information, service, and technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Processes new sales orders to deliver customer requirements.
• Prepares quotes with price and delivery.
• Opens and maintains customer accounts.
• Recommends potential products or services to meet customer needs.
• Supports the sales team with quotes, pricing, lead times, and order processing.
• Coordinates expedite requests with Operations and keeps customers and Sales informed of order status.
• Collaborates with other departments as needed to meet special requirements.
• Handles customer calls and electronic inquiries for assigned products.
• Maintains records of customer requests and interactions.
• Responds to product or service problems by understanding customer concerns, investigating causes, recommending solutions, and following up to ensure effective resolution.
• Performs other duties as assigned.

CRITICAL BEHAVIORS

• Contribute to a professional and respectful work environment.
• Provide timely responses to internal and external customer requests.
• Communicate effectively by phone, electronically, and in person.
• Complete assigned work accurately and on time.
• Demonstrate strong teamwork, collaboration, and organizational skills. Actively listen and adapt communication style to the intended audience.
• Collaborate with others to resolve problems and drive improvements.
• Be able to understand the relationship between customers, representatives (channel partners), and the factory.

QUALIFICATIONS

• High School Diploma or GED; Bachelor's degree preferred.
• Minimum of 3-5 years of experience in customer service and/or inside sales or equivalent experience in a related field.
• Proficiency in Microsoft Office and ERP systems.
• Strong problem-solving and conflict resolution skills.
• Excellent time management and attention to detail with the ability to multi-task and meet critical deadlines.
• Candidates with an industrial or instrumentation background.